Tier 1 Support Professional

RESPONSIBILITIES:
Kforce has a client in need of a remote Tier 1 Support Professional for a direct-hire role.

Primary Responsibilities:
* Tier-1 Platform Support: Act as the first point of contact for internal users seeking assistance with the platform's tools and features
* User Experience Focus: Deliver prompt, courteous, and effective support to ensure a positive experience for all users
* Basic Troubleshooting: Resolve common issues such as login errors, password resets, and navigation difficulties
* Platform Guidance: Assist users with basic tasks like generating simple reports, customizing views, and using standard features
* Issue Tracking: Create detailed support tickets for more complex problems that require escalation, ensuring all relevant information is captured for efficient resolution
* Escalation Protocols: Follow established procedures to escalate issues to senior technical staff or development teams when needed
* Knowledge Sharing: Help build and maintain internal documentation and FAQs to support user self-service
* Team Collaboration: Work closely with senior administrators, developers, and business teams to identify recurring issues and share best practices
* Trend Monitoring: Identify patterns in support requests and provide feedback to improve platform usability
* Recordkeeping: Maintain accurate logs of support interactions and resolutions

REQUIREMENTS:
* Experience using issue tracking systems (e.g., ticketing platforms)
* Foundational knowledge of the platform's core features and structure
* Familiarity with basic reporting and dashboard tools
* Understanding of data relationships and object structures within the platform
* Proficiency with general computer use and web-based tools
* Strong interpersonal and customer service skills with a helpful, patient approach
* Clear written and verbal communication skills, especially when explaining technical concepts to non-technical users
* Comfortable working independently and in distributed teams
* Strong attention to detail and organizational skills
* Ability to diagnose and resolve basic technical issues
* Ability to follow established support workflows and documentation standards
* Experience with remote support tools is a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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